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Ashton Liu

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Posted By Ashton Liu Sep 7, 2021 12:35 PM
Found In Egroup: Customer Success Leadership Community
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I've seen new CS leadership come into my organization and spent some time researching to take on bigger roles in a CS org, and I have found this article Five Steps a VP of CS Needs to Get Started by Irene Lefton to be useful: https://customersuccessnetwork.com/five-steps-a-vp-of-cs-needs-to-get-started/. ...
Posted By Ashton Liu Aug 4, 2021 12:55 PM
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To Kevin's point, the hospitality industry is so specialized that many vendors prefer to recruit from the industry. That would arguably the most seamless path, but your pathway would depend on what your role and expertise is. For some context, at Duetto since we're a revenue strategy platform, we look ...
Posted By Ashton Liu May 24, 2021 12:36 PM
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Hi Rachel, This is a great question and one I certainly grappled with. By no means am I the expert but my thoughts stem from a similar experience as yours. When you become the boss, it changes the dynamic so that people stop coming to you with certain things like office gossip, interpersonal relationships, ...
Posted By Ashton Liu May 14, 2021 6:00 PM
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First of all, please let me know what works/doesn't work for your team once you've completed this. I think there are some great comments posted above. I'm adding my two cents in case it's relevant. My organization's CS work is so domain-specific that you cannot hire a generic CSM to come in and do it, ...
Posted By Ashton Liu Apr 21, 2021 2:00 PM
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While this isn't necessarily answering your question, I would also recommend to ensure good audio by investing in a decent microphone. Most people can forgive lower quality video, but if the audio is unclear, then this completely ruins the viewer's experience. Having listened to both professionally produced ...
Posted By Ashton Liu Mar 30, 2021 5:06 PM
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We have had (are are still undergoing) a similar transition. Previously, CSMs did a bit of everything (onboarding, training, support, CS, etc.) and become the main contact for all customer questions. While your question was focused on customer expectations, I've also found that a lot of this also relates ...
Posted By Ashton Liu Feb 19, 2021 5:28 PM
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Hi Jourdan, We decided on Skilljar. I looked at a number of others (Docebo, Thought Industries, Intellum, etc.) as well, and Skilljar stood out as a provider that was built for our use case (customer training), had the right amount of out-of-box capability that made onboarding fairly simple, and supported ...
Posted By Ashton Liu Feb 19, 2021 1:45 PM
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This is an interesting question and one that's top of mind for me as I've recently started overseeing my company's training initiatives. We're currently transitioning from live, webinar, 1:1 training to using an LMS for self directed elearning. In the past, while there will always be a few no shows on ...
Posted By Ashton Liu Feb 19, 2021 1:02 PM
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I don't have the answer, but having come from a very similar background I have often struggled with the exact same question. I've been in small, start up teams and know what to avoid and how to fix some of the pitfalls, but am not as certain about what to strive toward. Should I be benchmarking on certain ...
Posted By Ashton Liu Feb 18, 2021 6:36 PM
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I agree with the previous comments. I do want to echo one of them: you do need to think through your processes and how it works with the system you're implementing. Previously, we implemented a CS system without scrutinizing our own processes and how the system would work with them. During our original ...
Posted By Ashton Liu Dec 14, 2020 7:40 PM
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To Anita's earlier point, Profitwell presented a lot of data at a webinar back in April. Some of it will be dated at this point but it might be a good place to start: https://www.clientsuccess.com/resources/webinars/customer-success-webinar-series-whoever-keeps-the-most-customers-wins/. ------------ ...
Posted By Ashton Liu Dec 4, 2020 8:28 PM
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Tracking the quality of CS engagement is tough. I'm not sure if there's a scientific or systematic way of doing this, but we've tried a few things. Jumping on calls is definitely useful, but it will always put the CSM on edge and customers may respond differently when there is an exec on the line. For ...
Posted By Ashton Liu Nov 18, 2020 1:13 AM
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Hi Thomas, I'm in a slightly different situation as I'm currently speaking to a number of LMS vendors so that we can deploy a self directed e-learning option using an LMS early next year. As with your organization, we're aiming to make this available to all customers so as to minimize the demand for ...
Posted By Ashton Liu Oct 30, 2020 6:31 PM
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This is a great question and I've enjoyed reading the responses. At my organization, we've also implemented an SE role albeit to mixed success. As a result, my questions to the group are how do you find the right people and how do you keep them accountable? Doing sales demos and doing CS work are separate ...
Posted By Ashton Liu Sep 24, 2020 1:05 PM
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To differentiate from other roles (onboarding, training, support), we often describe CSMs as a customer's ongoing resource/primary contact for strategy and best practices. I am very curious how others do it as well! Ashton ------------------------------ AL ------------------------------
Posted By Ashton Liu Sep 24, 2020 12:38 PM
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A lot of it comes down to what your intended end result is and planning out how you want to get there. For example, the question of prior experience varies will depend on how much domain expertise is required. Certain verticals are so specialized that in order to be effective in CS you must have years ...
Posted By Ashton Liu Sep 15, 2020 5:46 PM
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Got it! Ashton ------------------------------ AL ------------------------------
Posted By Ashton Liu Sep 15, 2020 5:25 PM
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Hi Ronald, Just curious, why did you decide to drop this as a metric? Best, Ashton ------------------------------ AL ------------------------------
Posted By Ashton Liu Sep 15, 2020 3:29 PM
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I'm in a similar situation trying to build out health metrics. I am aiming to incorporate invoice history (does the customer pay the bills on time) as a common metrics. What are other's thoughts on this? ------------------------------ AL ------------------------------
Posted By Ashton Liu Sep 8, 2020 6:58 PM
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Most of the people I've hired don't have CS experience. As has been mentioned by others, a lot of the CS skills are soft skills that can be transferred from other functions. However, I will note that this is changing in some regards as roles get more specialized. In my organization, since we are a provider ...